Front Office Manager

HM Alpha Hotels & Resorts•Houston, TX

About The Position

The Front Office Manager is responsible for delivering outstanding guest experiences by overseeing all front office operations, including reservations, guest registration, bell services, telephone operations, and guest accounting. This role ensures the implementation of operational standards and works to maximize hotel profitability and guest satisfaction. HOW YOU'LL SHAPE THE EXPERIENCE & FUTURE Provide leadership and supervision to the Front Desk and all related departments (e.g., bell services, telephone operations). Lead all aspects of team management including hiring, training, performance evaluations, scheduling, and disciplinary actions. Prepare and maintain department schedules based on labor standards and occupancy forecasts. Manage daily and weekly payroll for the department. Ensure consistent delivery of exceptional guest service aligned with brand standards. Support the overall profitability and service excellence of other hotel departments through collaboration and operational efficiency. Enhance guest satisfaction by improving service quality through employee development and process optimization. Monitor departmental budgets to meet or exceed revenue and expense targets. Assist in the development and execution of short- and long-term operational and financial strategies. Oversee the reservations process to maximize occupancy and average daily rate through effective selling techniques. Enforce policies and procedures for credit control, financial transactions, cash handling, guest security, and emergency response. Address guest complaints related to the front office and ensure appropriate resolution. Promote guest engagement by encouraging staff to utilize strong interpersonal and communication skills. Recognize and reward team members who exceed guest expectations. Perform other duties as assigned.

Requirements

Minimum of 1 year experience in night audit and 2 years in front desk operations, or an equivalent combination of education and relevant experience.
Strong leadership, communication, and organizational skills.
Ability to work a flexible schedule including nights, weekends, and holidays.
Successful completion of a background check is required prior to employment.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

Responsibilities

Provide leadership and supervision to the Front Desk and all related departments (e.g., bell services, telephone operations).
Lead all aspects of team management including hiring, training, performance evaluations, scheduling, and disciplinary actions.
Prepare and maintain department schedules based on labor standards and occupancy forecasts.
Manage daily and weekly payroll for the department.
Ensure consistent delivery of exceptional guest service aligned with brand standards.
Support the overall profitability and service excellence of other hotel departments through collaboration and operational efficiency.
Enhance guest satisfaction by improving service quality through employee development and process optimization.
Monitor departmental budgets to meet or exceed revenue and expense targets.
Assist in the development and execution of short- and long-term operational and financial strategies.
Oversee the reservations process to maximize occupancy and average daily rate through effective selling techniques.
Enforce policies and procedures for credit control, financial transactions, cash handling, guest security, and emergency response.
Address guest complaints related to the front office and ensure appropriate resolution.
Promote guest engagement by encouraging staff to utilize strong interpersonal and communication skills.
Recognize and reward team members who exceed guest expectations.
Perform other duties as assigned.